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L2 Operations Engineer

L2 Operations Engineer

Fidel Consulting KKTokyo, Tokyo, Japan
1日前
職務内容の詳細

Appealing Points :

  • Work in a modern tech environment  Hands-on experience with cutting-edge technologies like AWS, Prometheus, Grafana, and the ELK stack offers great learning and growth opportunities.
  • Bilingual, global collaboration opportunities  Utilize your fluent Japanese (JLPT N1) and business English skills to work closely with international teams and external vendors.
  • Career development within an ITIL-based structure  Enhance your expertise in incident management, RCA, and operational excellence through structured processes and continuous improvement initiatives.

Annual salary : 5 million and above

Responsibilities

  • Perform hands-on troubleshooting and root cause analysis (RCA) of produc- tion incidents and service requests.
  • Provide high quality customer support, communicate professionaly with customers over multiple line of communications like : calls, emails and chats. Ensure customer satisfaction.
  • Monitor system health and performance using tools such as Prometheus, Grafana, and ELK stack for data visualization and alerting.
  • Prepare and present weekly incident and customer ticket status reports and summaries.
  • Conduct thorough RCA for production incidents and lead follow-up actions internally until closure.
  • Generate weekly and monthly usage reports for sales, business operations, and management as required.
  • Collaborate with cross-functional teams and external vendors to resolve is- sues efficiently.
  • Manage day-to-day operations, ensuring high service availability and cus- tomer satisfaction.
  • Develop and maintain comprehensive knowledge bases and documentation to improve support efficiency.
  • Drive process improvements and contribute to the enhancement of support workflows.
  • Support incident and problem management following ITIL best practices.
  • Stay motivated and eager to learn new platforms and services to keep up with evolving technologies.

    • Qualification :

  • 3 and above years of experience in IT operations or support, ideally with enterprise SaaS platforms hosted on AWS.
  • Conversational Japanese language proficiency required.
  • Advanced knowledge of Linux shell scripting and command-line tools.
  • Understanding of TCP / IP, DNS, load balancers,
  • Familiarity with network debugging tools (e.g., trac-eroute, netstat, tcpdump)
  • Proficiency in Shell, Python,
  • Good working experience with SQL / NoSQL databases (e.g., MySQL,PosgreSQL)
  • Experience working within ITIL frameworks and processes.
  • Hands-on experience with AWS cloud services.
  • Familiarity with monitoring and visualization tools such as Prome -the us, Grafana, and ELK stack.
  • Strong troubleshooting and problem-solving skills.
  • Experience in preparing reports, conducting RCA, and managing fol- low-ups.
  • Proven team management experience, with ability to mentor L2 ser- vice desk engineers.
  • Ability to collaborate with multiple stakeholders and manage vendor relationships.
  • Process-focused with a drive for continuous improvement.
  • Comfortable supporting outside normal business hours as part of an on-call schedule.
  • Strong interpersonal and communication skills.
  • Preferred Qualifications : 3 years and above of relevant experience, IT / Computers studies / degree is an advantage

    • Language Skills : Fluent level Japanese (JLPT N1) and Business level English.

    Company Description :

    The largest eCommerce company in Japan, and the third-largest e-comBusiness-levelmerce marketplace company worldwide.

    The organization provides a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing, and professional sports

    Measures against passive smoking]

    No smoking indoors allowed

    Designated smoking area

  • Skillset Required : Japanese JLPT N1, English 2, AWS, ELK stack, DNS, IT operations, support, SaaS , MySQL, PosgreSQL, AWS cloud
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    L2 Operations Engineer • Tokyo, Tokyo, Japan